ROUNDTABLE BEST PRACTICES ANALYTICS AND BUSINESS INTELLIGENCE

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1 Mary Moilanen, Business Intelligence Consultant, Calabrio Sabrina DeRose, Account Manager, Speech Analytics Solutions, CallFinder Brian Spraetz, Senior Product Marketing Manager, incontact ROUNDTABLE BEST PRACTICES ANALYTICS AND BUSINESS INTELLIGENCE MARCH 2017

3 Goals Driving Analytics Initiatives 48% 29% Evaluate employee performance Insight into customer experience with their product or service 21% 25% Monitor customer responses to competition & services 21% Monitor the customer experience such as on-hold, transfers, or any other interaction processes Source: Aberdeen Group Speech Analytics: Listen to your Customers

Gain Business Intelligence & Value With Speech Analytics Categorize Calls Using Key Phrases From Customer-Agent Conversations Product Feedback Your price is

Identify sales opportunities Improve compliance Agent Performance Thank you for calling Put you on hold Analyze VoC Identify customer needs Uncover buyer

4 Gain Business Intelligence & Value With Speech Analytics Categorize Calls Using Key Phrases From Customer-Agent Conversations Product Feedback Your price is too high We are out of that item Customer Experience I can t find pricing for I can transfer you Analyze Insights Apply Context to KPIs Improve handle times Identify sales opportunities Improve compliance Agent Performance Thank you for calling Put you on hold Analyze VoC Identify customer needs Uncover buyer requirements Improve products & services Discover Trends Reveal gaps in service Monitor product trends Improve compliance

5 Analytics for Actionable Insights Insights Organize & aggregate content of conversations Interactions Build & distribute scorecards & reports Evaluate, coach & train Implement change management guided by insights Actions

Actionable Intelligence With Automated Scorecards Category Category Phrase Category Score Call Opening Greeting 36.7% Branding Account Verification Access Customer Account 49.

6 Actionable Intelligence With Automated Scorecards Category Category Phrase Category Score Call Opening Greeting 36.7% Branding Account Verification Access Customer Account 49.9% Member Number Member Verify Member Name Confirmation State Verification Order Verification Order Number 49.9% Addressing Questions Customer Assistance 49.9% Problem Solving Agent Ownership 50.4% Provided a Solution Team Score: 66.7%

7 Creating your Scorecard Choose Scorecard Attributes Create Categories Enter Phrases Set Goals Call Volume Metrics Call Duration Metrics Category Weights Scheduled Scorecard Delivery Options

8 Creating your Scorecard Choose Scorecard Attributes Create Categories Enter Phrases Set Goals Agent Ownership Agent Provided a Solution Defective Product Guidelines

9 Creating your Scorecard Choose Scorecard Attributes Create Categories Enter Phrases Set Goals I ll take care of your order. What is the problem with your order? You will receive a full refund. Apply credit to your account. Lifetime warranty on your purchase

10 Creating your Scorecard Choose Scorecard Attributes Create Categories Enter Phrases Set Goals Call Score 75% Handle Time (minutes) 3 Average Daily Call Volume

11 Sharing Your Scorecard Automatically To: Team Leader Scorecard Agents

9% Member Number Member Verify Member Name Confirmation State Verification Order Verification Order

12 Sample Agent Scorecard Category Category Phrase Category Score Call Opening Greeting 27.8% Branding Account Verification Access Customer Account 38.9% Member Number Member Verify Member Name Confirmation State Verification Order Verification Order Number 38.9% Addressing Questions Customer Assistance 38.9% Problem Solving Agent Ownership 38.9% Provided a Solution Agent Score: 38.3%

13 Business Case: Applying Speech Analytics To Uncover Business Intelligence & Scorecards To Train Agents And Reverse Revenue Loss

14 Applying Speech Analytics To Uncover Business Intelligence CHALLENGE Lack of agent knowledge around inventory control process. IMPACT ON BUSINESS 5% of customers were canceling. $260k loss each month $3.12M lost sales each year We sold out of that item I cannot complete your order

15 Using Scorecards To Improve Inventory Control & Deliver Great Customer Service ACTION Train agents using insights revealed. GOAL 75% agent success handling inventory issues for customers. OUTCOMES Visibility into training gaps. Improved handling of inventory issues. Increase in sales and revenue. We don t have it in blue but we have it in black

17 CallFinder s Free Assessment of Your Agent-Customer Conversations Steps of Free Assessment Engagement 1. Define needs and goals together We analyze recorded conversations for content discovery. We build search categories specific to call content and goals. You receive top-level insights

18 Your Next Step To Automated Business Intelligence mycallfinder.com

19 Think Like Your Audience: Presenting Data to Influence Decisions Mary Moilanen Business Intelligence Consultant Calabrio

20 Intro and Agenda Who am I? The most important rule The sub-rules Language Visualizations Priorities

21 The only thing you need to know Think like your audience.

22 Meet Sam Image source: Max Pixel

23 Sam s big shot Image source: Flickr via Creative Commons

24 Sam s big presentation First of all, I d like to walk you through my methodology in painstaking detail. As you ll see from this slide with way too many words crammed on it, I started the project by exploring the jargon jargon jargon jargon jargon jargon blah blah blah blah blah blah blah blah blah blah technical technical technical technical technical yes, I m still talking, I can t believe it either.???????????????????????????????? Image source: Flickr via Creative Commons

25 Where did Sam go wrong? Image source: Wikimedia Commons Image source: Max Pixel via Creative Commons

26 Catering to your Audience Language Visualizations Priorities

27 Language Image source: Flickr via Creative Commons

28 Language Use technical terms sparingly Define vocabulary up front if necessary Use why language, not just what language The data might not speak for itself

29 Visualizations Image source: Wikimedia Commons

30 Calls (000s) Visualizations 6 Avg. Calls/Day North South East West

31 Calls (000s) Visualizations Avg. Calls/Day 6 Avg. Calls/Day West North 5,000 4,000 3,000 2,000 1,000 - South East 0 North South East West O P

32 Priorities Image source: Flickr via Creative Commons

33 Priorities What does your audience care about and how does your message affect those issues? Put the data in the context of the audience s priorities Stick to the highest level of detail that is appropriate Anticipate questions and concerns

34 Sam s second chance

35 One more time Image source: Flickr via Creative Commons

36 One more time Think like your audience.

37 Questions?

38 Weeding Out Bad Customer Experiences Brian Spraetz Click Click to to edit edit Master Master title title Sr. Product Marketing Manager Click Click to to edit edit text text

39 Click Click to to edit edit Master Master title title Click Click to to edit edit text text

40 Click Click to to edit edit Master Master title title Click Click to to edit edit text text Understanding Customers by Ruby Newell-Legner

41 Click Click to to edit edit Master Master title Understanding Customers by Ruby Newell-Legner title Click Click to to edit edit text text

42 Click Click to to edit edit Master Master title title Click Click to to edit edit text text

43 Sentiment Detection Methods Biometrics Click Click to to edit edit Master Master title Has difficulty title distinguishing between positive and negative Word Spotting Has difficulty distinguishing between words with multiple meanings Natural Language Understands the context in which words are used Click Click to to edit edit text text ACCURACY

44 Click Click to to edit edit Master Master title title Click Click to to edit edit text text

45 Filter interactions by customer sentiment Focus on interactions with negative or mixed sentiment Mixed means approximately equal amounts of negative and positive sentiment Click to edit Master Look for common themes Click to edit Master title title Discussion topics, agent sentiment, handling time, etc. Click Click to to edit edit text text Determine the root cause Agent vs. process Initiate corrective action Monitor for change and document progress

46 Click Click to to edit edit Master Master title title Click Click to to edit edit text text

47 Click Click to to edit edit Master Master title title Click Click to to edit edit text text

Developing an Analytics Program.

Developing an Analytics Program www.incontact.com Version This document is not version-specific Revision February 2016 About incontact incontact (NASDAQ: SAAS) is leader in cloud contact center software,